Certified in the Governance of Enterprise IT (CGEIT) — Question 220

An enterprise's chief information officer (CIO) has been receiving complaints from business executives regarding the amount their units are being charged for IT services. To maintain a good relationship with business peers, the CIO wants to be responsive to these complaints. To address this issue, the FIRST step should be to:

Answer options

• A. ask the chief financial officer (CFO) about budget revisions for the business units' IT expenditures
• B. look into outsourcing of support functions to drive down the cost structure
• C. agree to reduce charge rates and improve relationship management with the business
• D. quantify consumption and service level agreement (SLA) achievements per business unit

Correct answer: D

Explanation

The correct answer is D because understanding consumption and SLA achievements helps identify the actual costs associated with IT services, providing a basis for further discussions. Options A, B, and C do not address the immediate need for clarity and accountability around charges, which is essential before making any financial or operational changes.